H&M — Local services in New York

The layout is cute but man, customer service for paying customers was almost obsolete today. Barely 7 people in the store shopping, I walked up to the register area to buy something and 2 ladies were doing a return in front of me. Then another employee came over and rang another woman up- who was also doing a return. So the person trying to BUY something(me) had to wait for 10mins while the only 2 register workers took care of people returning items. That makes zero sense- every customer is a priority BUT why prioritize people taking money away from the store instead of helping the customer who wants to purchase items and give the store money. And when I finally got to checkout, the employee didn't even offer an apology for the long wait. I honestly could have stolen from this store if I was that type of person because there were barely any employees on the floor to help. The ones working just chatted amongst themselves and worked- ignoring customers all together. I barely shop at h&m anymore as it is BUT, after this experience- I...

I’ve had plenty of positive experiences shopping at this location. However, during a recent visit to return a faulty item (a pair of flats), I encountered some frustrating issues. While the staff were lovely, management kept giving me the runaround.

Despite explaining the situation several times, they responded in a robotic and dismissive manner, repeating phrases like “all sales are final” and “you cannot return used products.”

To clarify, I wasn’t seeking a refund—I had made the purchase just five hours earlier and only discovered afterward that one shoe was larger than the other. This location happened to be the closest at the time, and I simply wanted an exchange. Unfortunately, I was told that “returns for sale items must be made at the place of purchase.”

After speaking with customer service through the online platform, I learned that there is no formal policy requiring this. It was ultimately up to the store’s discretion, which made the experience all the more...

Everytime I come here I get looked at as if I’m about to steal something. I’m Hispanic of course. Interestingly enough, I never get that feeling in Bloomingdale’s, Mango or Zara to name a few. I put my bag on the register to lay it on something because I had a hard time putting what I bought in the bag, the guy at the register moved some device behind the register as if I was about to steal it which is insulting and stupid because I was right in front of him while doing so. He’s a man of color so he should know what it feels like to pass false and offensive judgement on someone’s character. Despite this store being the only H&M in SoHo I refuse to be seen and treated in a bad light,...